Full Job Description
Employer: De Alena Villas & Hotel
Location: Mbarara City
Reports To: Hotel Manager

Job Summary
De Alena Villas & Hotel is looking for a friendly, trustworthy, and customer-oriented Receptionist to manage the front desk and ensure guests receive excellent service from arrival to departure. The Receptionist will handle guest reservations, check-ins and check-outs, customer inquiries, payments, and general administrative support.

The ideal candidate should be well-presented, organized, and able to multitask in a small hotel environment.

Key Duties and Responsibilities
Front Desk & Guest Services
Welcome guests and visitors professionally and courteously.
Handle guest check-ins and check-outs.
Receive and manage room reservations made in person, by phone, WhatsApp, or social media.
Answer guest inquiries and provide information about hotel services and rates.
Respond promptly to guest requests and concerns.

Reservations & Sales Support
Maintain an up-to-date record of room bookings and availability.
Follow up on reservation inquiries to convert them into bookings.
Promote hotel rooms, restaurant services, and ongoing offers to guests and prospective customers.
Assist in maintaining the hotel’s WhatsApp, Facebook, and other communication platforms as directed by management.

Cash Handling & Records
Receive payments and issue receipts.
Maintain accurate records of guest payments and bookings.
Prepare simple daily cash and occupancy reports.
Ensure proper accountability for cash received during shifts.

Administrative Duties
Keep the reception area clean and organized.
Maintain guest registers and other front desk records.
Coordinate with housekeeping to ensure rooms are ready for arriving guests.
Report maintenance issues, customer complaints, or operational concerns to the Hotel Manager.

Qualifications
Minimum of a Diploma in Hospitality, Tourism, Business Administration, Customer Care, or a related field.
Previous experience in customer service, reception, hospitality, or sales is an added advantage.
Basic computer skills including Microsoft Word, Excel, email, and WhatsApp communication.

Skills and Competencies
Excellent customer care and communication skills.
Friendly and professional personality.
Good organizational and record-keeping skills.
Ability to multitask and work with minimal supervision.
Basic cash-handling and accountability skills.
Honest, reliable, and presentable.

Working Hours
The Receptionist will work according to a shift schedule and may be required to work weekends and public holidays.

Key Performance Indicators (KPIs)
Guest satisfaction and feedback.
Accuracy of reservations and guest records.
Timely response to customer inquiries.
Cash accountability.
Occupancy and booking conversion support.
Attendance, punctuality, and professionalism.

Compensation
Salary: Negotiable based on qualifications and experience.

Interested applicants are encouraged to send their CVs vacancies@hrstudio.org